Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out to *** Insulation to help me resolve a heat retention issue in my kitchen. When the sales ***resentative arrived, I explained the issue in detail. Although we recently remodeled, the issue existed prior to the remodel, with remodel work not affecting the issue. Issue:The kitchen always remains 5-6 degrees cooler than the entire home during winter. The sales *** stated this was caused by heat loss in the ceiling due to new electrical work (cam lights, new outlets, etc.). I explained that the heat loss was present before the remodel and that I believed the loss was through the wall the abutted the garage. The *** was adamant and stated he was 99% sure it was due to cam lighting install. He did not assess the area with infrared gun or any other instruments. He stated that they provide warranty for the work but guaranteed my problem would be resolved if cam lighting locations were properly insulated and blow insulation was added to the attic space above the kitchen. I agreed based on the warranty and the work was completed a short time later. It was apparent immediately after (given the outside temperatures) that the install did not impact our inside temperature. We did not gain 1 degree from the work. I made multiple calls and left voicemails for a *** to come back out. I was able to connect with one person who was frustrated when I explained the situation. All he asked was whether or not a thermal gun was used during the assessment, I stated no and he said someone would be out. No one ever came. This year, when the cold temperatures started, I called the company back. They stated only 1 record of me calling last year but sent out a tech. The tech used a thermal gun and found the entire back wall abutting the kitchen to be the cause of heat loss. He drilled a 2 inch hole on the garage side of the wall and confirmed the cavity to be completely empty. He called his boss and explained that I was mislead during the initial assessment.

  

  Business Response

  Date: 12/21/2024

  We're working with this customer to resolve this issue.

  Customer Answer

  Date: 12/26/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ****** ******

  Customer Answer

  Date: 12/28/2024

  The company reached out by email stating they will insulate the wall that should have been originally insulated for an additional $500.00. This was sent to me after I responded to the initial update from BBB, so at the time of my initial rejection response, I did not hear back from *** Insulation. Although I feel its wrong for them to charge me any money given that it was their mistake insulating the wrong area of my house, I need the issue resolved. I am waiting for them to schedule me 

  

  Business Response

  Date: 12/30/2024

  This additional work has been scheduled.

  Customer Answer

  Date: 12/31/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ****** ******

• Initial Complaint

  Date:03/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** Insulation quoted me for 384 Sq ft of wall insulation in the front part of my home and 431 Sq ft of dense packing in the basement ceiling. The original quote was $6,122, and the price was adjusted to $4,900 to give me a break on the cost. The insulation date was February 21, 2023. When the installer started the job he noticed that there were some areas that already had foam installation, he contacted his home office to discuss the changes. The installer confirmed with the home office to complete the job without over insulating to prevent damage to the walls. After the job was complete we, my husband and I, noticed that many areas were half done because we could see through. I contacted *** to discuss that I was not satisfied with the job and they scheduled another visit to inspect and complete the areas I was not satisfied with. On the second visit the basement ceiling was to be insulated. After that visit I was contacted about whether I was satisfied with the work and I relayed that I was not satisfied with the price due to the fact that the areas that were to be insulated were not filled to the quoted square footage because there was already foam insulation in the walls. I believe this price should have been adjusted because even though the installers were insulating the same areas that was originally quoted they did not fill the same square footage originally quoted. *** had multiple conversations with the staff to correct this issue but they only mention that they charge by the square footage not the amount of insulation put in. I am requesting an adjustment in the final bill because I dont believe 384 sq ft was insulated in the front walls.

  

  Business Response

  Date: 04/10/2023

  We're working with this customer to get the billing dispute resolved.

  Customer Answer

  Date: 04/12/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:] I spoke with ***********************  He ask want would make me happy.   Speaking with him I said half off the price for the partial exterior wall but quoted him $1000.  I called him back and said $1500 is half.  He said he would run this by his boss.  On 4/12 he came back to my home and spoke with husband.  He was told the price is half of fifteen hundred ($750) is the want the boss offered.  I was informed that I have to pay the staff for coming out to my home, not the job that was performed.  The job was not preformed to my satisfaction.  I have to pay a high price for less the half the process of the job done.  This is still not fair.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:03/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** Insulation came out for consultation at one of the properties on 04-05-21 for foam insulation, the salesman name was DJ, he verbally guaranteed me my heating bill would go down, when the winter months came around there was no decrease in utility usage, when I remodeled my kitchen I noticed two of the cavities didn't have any of there insulation in it, I called them out and they did a assessment, the gentleman drilled 10 holes in the property (5 on the side and 5 on the front), most of the holes didn't show no insulation in the cavities, after noticing the foam insulation crumbles in my hand and I don't see any efficient in it, I want a refund, I spent ******** with this company.

  

  Business Response

  Date: 03/07/2023

  We will reach out to this customer to resolve his concerns.

• Initial Complaint

  Date:02/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** Insulation serviced my home in October 2022. Reason for getting insulation was to improve the heat in one room because the room was always cold. This was explained to the salesman and he assured me that I will notice difference in room temperature. The room temperature has not improved. The room temperature is the same as it was prior to the insulation being installed. I have called *** Insulation three times and have not received a return phone call. I have also written to *** Insulation and they have not responded to my written complaint. I am paying for a service that is not providing results and request a full refund.

  

  Business Response

  Date: 02/28/2023

  We have not been ignoring her calls or emails.  We have been in contact via phone and been to her house to respond to her concerns.

  Customer Answer

  Date: 03/04/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:] Good day, I am not satisfied with the response.  As I wrote in the original complaint *** Insulation has been sporatic and non responsive to resolve this complaint.  I stated they do not return calls timely. As I stated in complaint they did send someone to review the job and they said they did what they was suppose to do.  The insulation used did not change the room temperature of the room.  The room is still cold.  I did not hear back from them until February **************************************************************************** on February 24.  The *************** wanted to verify that complaint was resolved at which I informed them that no, issue was not resolved and I had not talked to *** Insulation.  *** called me on February 27 and said they will call me back with a resolution by  12pm on February 28.  Today is March 4 and I still have not received a phone call from *** Insulation.  The temperature in the room that I had insulated is still cold and I paid $6000 for insulation that is not working.  I request a resolution to this problem or my money back.
  
  Regards,   *****************************
  
  *****************************

  Customer Answer

  Date: 12/17/2023

  Good day,

  This issue is not resolved by *** Insulation.  My last communication with BBB was that *** Insulation did not respond and BBB had closed the case.  If case is still open I would like to continuing with a resolution.  The issue remain the same.  Nothing has changed.

  Thank you

  

  Business Response

  Date: 12/28/2023

  We are unable to process a refund. She hired us to insulate her attic only, which we did properly. The work she paid for was just the attic no specific walls. Insulation works just like a cooler, the best way to notice the insulation is by insulating your entire home, just like you would not take a cooler to the beach without the lid. We did go out to check and make sure everything was done properly and it was, and we informed her we cannot insulate her walls for free. We do provide returning customer discounts if she wishes to have her walls insulate to notice a temperature difference in a specific room! 

  Customer Answer

  Date: 01/01/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]  I did not initially hire company to insulate the attic.  I hired them to insulate a room that is very cold.  The sales person stated they will need to insulate a wall that is next to garage and they will insulate wall and attic attached to the wall.  Later I requested them to insulate the house attic and to complete the job the same time they were scheduled to insulate the walls were the room is cold.  The room is still cold and my money is wasted because insulation used is not working because the room is still cold.  I request compensation for unsatisfactory insulation.  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:10/17/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted USA Insulation for their expanding foam product. The companies advertising demonstrates filling wall cavities with existing insulation already in the walls. I contracted them to do this for an addition on my home. Estimator came, measured the area, he was taken to the second story of addition, Showed him new framing due to 2 replaced windows. Pictures were taken, and noted on his "estimator program". 500 down pmnt paid. 1st Visit August:22 I met with the Crew Leader, I brought him inside to show him the 2 newly framed window areas, I removed the drywall, showed the crew leader, and he acknowledged the area. The crew leader returned down to the ground level and they went to work. I replaced the drywall and I went back to my "offsite" office. I returned as they were having equipment failure. Later they said they had the equipment fixed and had finished. I paid the balance of the contract. I went to finish the drywall days later and my wife wanted me to check behind the drywall for small gaps to touch up. I reluctantly did and found large gaps. I called the company to voice concerns and doubts about and other cavities I couldn't see.3 more visits, each crew leader was different and had No Idea what they were suppose to do, Putting the explanation on me the homeowner 2nd visit: **** arrived and I told them of the phone conversation, showed video of empty cavities. Crew leader said they would check the entire job. Later I was called back to the site. The foam was liquifying and had to stop. Another crew would come back 3rd visit Crew: I stayed, they took some foam out and showed me, and filled any empty places but East wall left alone. 4th visit I stayed, 4th crew leader assured me they would fix East wall Rep showed up later, spoke to his crew, spoke to me, conversation led to not answering my questions, packing up and leaving stating I had disrespected him, his crew, and every prior crew.Now I get no call backs, it seems my number is blocked.

  

  Business Response

  Date: 10/26/2022

  As **************** acknowledges, we've attempted to address his concerns on several occasions.  Unfortunately, each time we had a crew at his house he was very disrespectful to our employees making inappropriate and degrading comments to and about them.  We'd be happy to assist him with his continued concerns should he decide to act in a more appropriate manner.

  Customer Answer

  Date: 10/28/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:] There was no disrespect mentioned by any of the first three crews. Each of the first  three crews were given the utmost respect and I accepted the fact that additional crews had to come for additional visits because of the current crew not knowing what the prior crew did and what was spoken to me as the solution, from the prior crews visit  as the solution. The next crew had no idea what the prior crew told me and because of that I was told that they did not have the correct equipment so another appointment had to be made to finish the project. Even the fourth crew leader came and we in a spoke very polite manner. The crew leader told me what they were intending to do to fix all my concerns. It wasn't until a "district" ******* came, about 20 minutes later, and spoke with the crew leader did things go down hill fast. The crews attitude seemed to change and did not move forward with what the crew leader said they were going to do. As far as being disrespectful, it was the ******* who was disrespectful by ignoring my concerns  as the customer, and when I climbed my ladder to check places they were already plugging up with out providing proof of product I did not find any such proof and relayed that to the crew. When a customer provides PROOF of open cavities that were not filled at the first visit and the customer voices concern about the quality for the rest of the initial jobs quality there needs to be concern by the Business providing these services. Not just for this project but also for all the other customers where they have provided similar services to under the same wall cavity circumstances. The filling of cavities with existing insulation with their expanding foam product. I also have a hard time believing that if the business owners of *** Insulation would not be frustrated if they had to call a contractor back for the third time to fix a problem that they had found. Even by chance. *** Insulation is a large company who has already been paid.  What chance does a simple homeowner have against this, except the respectable thing as what was done through the BBB.
  
  *********************

• Initial Complaint

  Date:08/17/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  09/8/2021 Insulation was installed by *** Insulation. They told me that it would lower both heating and cooling bills. After monitoring bills for both heating and cooling the cost actually went up. The heating bill was ******** dollars. As for the summer it trapped heat in causing the house to be hotter. When I called them, they said to just install air conditioners, when I told them that I could not afford it their response was you paid in full. I then informed them that the only reason that I could do that is that it was from my parents both passing that allowed me the funds to do this. It is still under warranty, and I informed them that I wanted a refund as it didn't do anything that they promised. The man said that I could talk to the "owner", and he said he would get back to me. When he did call back, he basically said the same and I recognized the voice as the first person that I talked to not the supposed owner. I am a vet who lost both of his parents and was only able spend the ********* dollars on this because of that. To add insult to injury that told me, well if you recommend us, you will get 200 dollars. I informed them that I would not recommend them to anyone. The resolution that I am hoping for is to get my money back for a product that does not do what was promised. I would also like an apology for the rude treatment and the comments well you paid in full so you can afford it.

  

  Business Response

  Date: 09/01/2022

  It sounds like this customer expects the ******************** to act as an air conditioning system.  Unfortunately it does not.  It will, however, retain the cool air once an air conditioning system is introduced.

• Initial Complaint

  Date:07/05/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/31/22 *** INSULATION came to my home to quote the addition of insulation to control a bedroom that gets hot in the summer and cold in the winter. I told them that this was part of other home improvements that we were doing and we would be getting a home equity loan for these projects, so we weren't sure when we could get it done. The sales person (*******************) told me that would be fine, make a deposit of $500 to get in the schedule, and all we would need to do was give 3 days notice before that date to move it out. I gave the deposit(by check), but I never received their quote, it was sent to my wife, although I gave my information and signed the agreement. On 6/08/22 I received a quote from a different insulation company, that not only was more competitive, they told we what *** had quoted wouldn't fix the problem. I contacted *** and told them I wanted to cancel and to get a refund of my deposit. The manager *********************** contacted me and said that we only had 3 days to cancel, I told him I wasn't made aware of this. He stated that if I gave him the other quote, he would price match it. I sent him the quote on 6/10/22, he never responded that he could match it. He did call back and say that we would not get back our deposit, and I informed him that I had filed a complaint with my Bank and that I would be filing a complaint with the BBB. He said that he didn't want me to do that, and would get with his manager. I have not heard anything since.

  

  Business Response

  Date: 07/06/2022

  This deposit was already refunded..

  Customer Answer

  Date: 07/07/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *********************

• Initial Complaint

  Date:05/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction Date: January 22, 2022 Amount: $5,230 Work: *** Insulation was hired to blow in insulation in attic and spray foam rim joists of my home.Dispute: Multiple issues with work, unwilling to resolve, and created damages to home.Resolution: I have been trying to resolve for months without success. I even reached out to the bank for assistance but *** Insulation is refusing.Account: Loan #********** ************ I am including a detailed timeline of events complete with photos.Per ********'s request I had a local insulation company come on 5/13/22 to evaluate the current insulation situation and advise what is needed going forward. There were multiple issuses found.

  

  Business Response

  Date: 06/10/2022

  We will reach out to this client again to attempt to get this resolved

  Customer Answer

  Date: 06/14/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  *************************

  First of all they did not reached out so this is not again! I tried repeatedly to talk with someone that could resolve this but was ignored. Any company that walks away from a job and does not communicate for nearly 3 months until prompted by BBB is not worth  my time and  money. Due to the multiple issues and their lack of concern, I am not comfortable letting them back into my house. They have been dishonest from the start. I have ruined carpet in my basement and ceilings to be repainted, both will cost more than the job. It has also come to light that they are charging double compared to others. I want a total refund and move forward with a reputable company.

  

  Business Response

  Date: 07/12/2022

  We came to an agreement with ************************* to resolve her complaint.